Quality Performance Manager, Ring Blink Customer Support Quality Assurance (CSQA) team

Key job responsibilities

• Support and own end-to-end associate quality improvement across Ring and Blink Customer Support by partnering with multiple teams
• Partner with Quality Insights Manager to translate data insights into clear action plans with owners, timelines, and success metrics
• Execute the improvement flywheel: inspection → action → validation → re-inspection
• Partner with stakeholders to drive accountability for executing or actioning on quality initiatives that improve associate quality and the customer experience

Quality Standards & Framework Inspection

• Support inspection of the quality framework across global operations, ensuring consistent application across channels, regions, and partners
• Care for QA Framework certifications, calibration processes, and evaluator readiness mechanisms
• Monitor framework effectiveness and recommend standards evolution based on outcomes and business needs

Quality Program Execution & Stakeholder Enablement

• Execute quality programs that improve compliance and associate quality
• Partner with Learning Experience and Content teams to embed quality standards across the associate lifecycle, ensuring training and content updates result in measurable improvement
• Support communication strategies driving adoption of quality frameworks across quality departments, leveraging AI to streamline session recaps and training materials
• Attend initiative meetings to establish audit plans and ensure quality framework integration from project inception

Operations Management & Performance Visibility

• Manage multiple concurrent cross-functional projects that support continuous improvement for associate quality and eliminate quality defects impacting customer experience
• Establish and maintain standardized project management processes using Jira and Confluence, leveraging AI tools to automate status updates, initiative recaps, and reporting
• Support QBR/MBR processes ensuring leadership visibility into quality program health and customer experience impact, using AI to generate insights and presentation materials
• Track key quality performance indicators that measure evaluation accuracy, consistency, and business impact
• Carefully coordinate with cross-functional project teams to remove blockers and deliver initiatives that measurably improve associate quality and customer satisfaction